Returns

Return Policy of Ava's Pet Shop

It is important that you carefully review our return policy. By making a purchase on our website, you agree to the following terms.

Returns

Timeframe: You have the option to return a product within 30 days of receiving your order. After this period, we can no longer offer a refund or exchange.

Conditions: The item you return must be in the same condition as when you received it. This means unused and in its original packaging. For products where hygiene is essential, we ask that they be thoroughly cleaned before returning them.

How to return a product?

Send an email to customerservice@avaspetshop.com with your order number, the reason for return, any photos in case of damage, and your contact details. We will guide you through the process.

Refunds

Process: Once we have received and inspected your return, you will receive an email confirming whether your refund has been approved. If approved, we will refund the amount within 30 days via the same payment method you used.

Delays: If you have not received your refund after 30 days, we recommend checking your bank statement first. If the issue persists, please contact us at customerservice@avaspetshop.com.

Costs

Return shipping costs: The costs for returning a product are at your own expense. We advise using a Track & Trace service to prevent loss during transport. We are not responsible for lost return shipments. Returns are sent to China, with shipping costs starting from €20.

Exceptions and Special Cases

Damaged or incorrect products: If you receive a defective or incorrect product, we will send you a replacement at no extra cost. If the same issue occurs again with the replacement, you will receive a full refund.

Cancellations: Due to our automated system, it is not possible to cancel an order once it has been placed.

Do you have any questions or need more information about our return policy? Feel free to contact us at customerservice@avaspetshop.com.